AUCCE: Administering Unified Contact Center Enterprise Part 2

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5 day instructor-led course for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.

This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course. This course is also a good companion course to the DUCCE course which covers more detail on the installation/maintenance of the solution. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality. Do Not take this course if you are new to CCE, you will not have a good time. If you are already working with CCE, or if you’ve taken the Part 1 course, you’ll love this course!

What's Included

• Comprehensive study materials and official Cisco courseware
• Remote lab access

Prerequisites

• Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course.
• DO NOT take this course if you are new to UCCE.
• Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.

Course Objectives

After completing this course, you should be able to:

• Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
• Demonstrate advanced proficiency with add/move/change of the Interactive Voice Response (IVR) (prompt/collect) environment of UCCE including both MicroApp and Voice Extensible Markup Language (VXML) solution scripting (ICM Scripting and Call Studio scripting).
• Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.

Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

• Lesson 1: Introducing UCCE
• Lesson 2: Unified CCE Architecture and Components
• Lesson 3: UCCE Terms, Routing and Additional Components
• Lesson 4: Accessing UCCE Tools

Module 2: CCE Configuration and Scripting Review

• Lesson 1: Configuration Manager and Script Editor Review
• Lesson 2: CTI Review
• Lesson 3: Agent Skill Review
• Lesson 4: Microapps and Media File Review
• Lesson 5: Precision Routing Review
• Lesson 6: Transfers and RONA Review
• Lesson 7: Mobile Agents

Module 3: Implementing Business Rules

• Lesson 1: Advanced Scripting and Routing
• Lesson 2: ICM Scripting Variables, Expressions, Formulae and Functions
• Lesson 3: Creating and Admin Script for Time of Day Routing
• Lesson 4: Creating Feature Control Sets and Users

Module 4: CCE VXML Solution

• Lesson 1: Basic VXML Functionality
• Lesson 2: Installing and Configuring VXML solution
• Lesson 3: Basic VXML - SQL Database Lookup
• Lesson 4: Exploring Courtesy Callback
• Lesson 5: Agent Greeting

Module 5: CCE Outbound

• Lesson 1: Introduction to Outbound Option
• Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: CCE Support considerations

• Lesson 1: Supporting UCCE
• Lesson 2: Diagnostic Framework Suite
• Lesson 3: UCCE Support
• Lesson 4: Tracking an Agent call through the Database

Labs

• Lab 1: Check out the Lab Environment
• Lab 2: Explore Voice Gateway
• Lab 3: Explore CVP and ICM Servers
• Lab 4: Administering ICM Dialed Numbers and Call Types
• Lab 5: Media Files and Variables in ICM Scripting
• Lab 6: Basic IVR Scripting with MicroApps
• Lab 7: Configure ICM for basic Agent and Skill Group Functionality
• Lab 8: Configure UCM for Agent Functionality
• Lab 9: Install CTIOS Agent Desktop(Optional)
• Lab 10: Scripting for Skill Groups and Queuing
• Lab 11: Configuring Precision Routing
• Lab 12: RONA
• Lab 13: CTI Route Point Initiated Calls
• Lab 14: Agent initiated transfers into UCCE using the ICM Dialed Number Plan
• Lab 15: Configure Calls using SIP with Proxy
• Lab 16: Administrative Scripting
• Lab 17: Feature Control Sets and Users
• Lab 18: VXML Server Configuration and Call Studio Installation
• Lab 19: Create and Deploy a Basic Call Studio Project
• Lab 20: Integrate VXML Applications with ICM Script
• Lab 21: SQL DB Lookup Functionality for VXML
• Lab 22: Courtesy Callback
• Lab 23: Agent Greeting
• Lab 24: Configure SIP Outbound Dialer Basic Agent Campaign
• Lab 25: Challenge Lab: Build IVR campaign
• Lab 26: Using Troubleshooting Tools
• Lab 27: Track a call thru RCD and TCD
• Lab 28: Instructor generated Break/Fix lab